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Order Not Received or Late

WHAT HAPPENED TO MY ORDER?

    • Stock gifts
    • Orders received before 2pm on a working day are despatched the same day
    • Orders received after 2pm on a working day, over the weekend or on a bank holiday are despatched the next working day
    • Orders are despatched from our fulfilment facility just outside Birmingham
    • A despatch email is sent automatically to notify you of despatch
    • The despatch email includes a link to track your order
    • If you have not received this email, please check your junk/ spam email folders
    • Personalised/ bespoke gifts and flowers
    • These orders are processed within the time-frame and according to the service statements on their individual product detail page
    • A despatch email is automatically sent to notify you of despatch
    • The despatch email may include a link to track your order
    • If you have not received this email, please check your junk/ spam email folder

TRACKING AN ORDER

    • Getting your tracking reference
    • A despatch email is sent automatically to notify you of despatch
    • This email tells you how your order was sent, with which service and carrier
    • The despatch email includes a link to track your order
    • Please use this email to establish how your order was sent and refer to the specific service information below
    • If you have not received this despatch, please check your junk/ spam email folder
    • My order was sent First Class Post
    • There is no delivery confirmation on this service
    • Nor is it possible to track a parcel's progress
    • If your item has not been received, please check with your local Royal Mail Delivery office
    • 99% of undelivered items are waiting for collection at the local Royal Mail Delivery office (in our experience!)
    • Even if you have not received a "While You Were Out" card from your postman, please do check
    • In some areas and especially at peak seasonal times, the leaving of "While You Were Out" cards is not reliable
    • Of the thousands of parcels we send using Royal Mail First Class Post every year, most late deliveries are awaiting collection or redelivery notification at the local Royal Mail Delivery office. Only a handful are actually lost each year.
    • To discover if your item is awaiting collection/ redelivery, please telephone Royal Mail on 08457 740 740 and they will put you in touch with the relevant Delivery Office.
    • We are sorry for any inconvenience caused, however, Royal Mail remain the most reliable option for delivering to domestic addresses
    • My order was sent ParcelForce 24 Hour
    • This is a fully tracked service. Please refer to your despatch email for the tracking link
    • Delivery within 24 hours is guaranteed to qualifying UK addresses (Please click here to check your delivery postcode), except where made impossible due to circumstances beyond the carrier's control (such as extreme adverse travel conditions)
    • We stopped taking orders for Christmas delivery using this service at 2pm on Tuesday 22nd. This gives ParcelForce 48 hours to deliver, should the bad weather cause further delays
    • If you have not yet received your order then please be assured ParcelForce are doing all they can to deliver it
    • We sincerely apologise for any disappointment caused by late delivery. We have found this to be a very rare occurence with ParcelForce, whom we selected for their reliability (they are actually one of the more expensive couriers)
    • My order was sent Royal Mail Airsure or Internation Signed For
    • These services include confirmation of delivery but are not tracked through the process
    • If your order has not been received in the time frame anticipated, please accept our sincere apologies
    • If your order does not arrive, we will of course provide a full refund
    • My order was sent Royal Mail Airmail
    • This service is not tracked
    • If your order has not been received in the time frame anticipated, please accept our sincere apologies
    • If your order does not arrive, we will of course provide a full refund

OUR DELIVERY SERVICE COMMITMENTS

    • UK Standard Delivery
    • £1.97 - £4.95, delivery in 1 - 2 (working) days to 95% of UK (not guaranteed)
    • All orders received before 2pm Monday to Friday will be despatched the same day. Delivery is either by Royal Mail 1st Class Post or ParcelForce 24 Hour, depending on the weight and value of your order.
    • This service is subject to seasonal variations
    • UK Next Day Delivery
    • £5.95 - £7.95, delivery next business (working) day to 99% of UK
    • All orders received before 2pm Monday to Friday will be despatched the same day. Delivery is guaranteed next working day between 8am - 6pm. Some delivery postcodes are not guaranteed next day. Please click here to check your delivery postcode. We cannot deliver via this service on a Saturday. Orders placed on a Friday before 2pm where next day delivery has been selected will be delivered on the following Monday. A signature will be required upon delivery.
    • UK On Specific Day Delivery
    • £5.95 - £7.95, delivery on chosen (working) day to 99% of UK
    • Despatched via our chosen courier, which guarantees delivery between 8am - 6pm on your requested day. Some delivery postcodes are not guaranteed next day. Please click here to check your delivery postcode. We cannot deliver via this service on a Saturday. A signature will be required upon delivery.
    • European Delivery
    • From £7.95, typical delivery is 5 – 7 days
    • Despatched via Royal Mail Airmail or Airsure.
    • Worldwide Delivery
    • From £9.95, typical delivery is 7 - 10 days
    • Despatched via Royal Mail Airmail or Airsure.

CONDITIONS OF DELIVERY

    • Delivery Addresses
    • It is the customer's responsibility to provide a correct delivery address for the addressee. We accept no responsibility for goods lost when they are delivered to the address provided.
    • Failed Delivery
    • Where we have attempted delivery and the addressee has not collected the parcel or rearranged delivery promptly, the parcel will be returned to us. This may also occur if an incorrect delivery address has been provided. In these cases, we can resend your order at an agreed cost, which may be more than our normal delivery charge. Alternatively, you will have the right to a refund less deductions for despatch and delivery costs incurred.
    • Undelivered Goods
    • We confirm despatch of your order by email. You can then track the status of your order using the reference and link provided. In the event of your parcel not arriving, we reserve the right to ask you to wait 10 working days after which we will despatch your order again or provide a refund, whichever is appropriate.
    • We do not accept any responsibility for the late arrival of parcels delivered by our Standard, European or Worldwide delivery services. For these services, the stated time for delivery is an estimate and cannot be guaranteed. Late goods, however, can of course still be returned in accordance with our Refunds and Exchange Policy.
    • Signature Upon Delivery
    • UK Next Day Delivery, UK On Specific Day Delivery and valuable or heavy consignments sent standard delivery will require a signature upon delivery. If no one is available to sign a "While You Were Out" card will be left, giving the options to collect or rearrange delivery.

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